Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had to cancel our trip for a very serious family emergency so need to cancel the dog kennel reservation. They Said will not refund money even if they replace the dogs with others. Asked if I could use them for doggy day care with that money since they are keeping my very high deposit. Said no. Very high demand time so very likely they will fill the spot. I would like the refund. If they had the space I paid for why would they not at least let me take my dogs to doggy day care.

  Business Response

  Date: 11/21/2023

  Hello-

  I am attaching (below) the response we posted in our Google review to **** ***********.  I have also attached a copy of the alert message that is in EVERY clients portal and is the screen that they first see when logging in to their accounts.  Additionally, I have attached a copy of the information that is emailed to the client when they make a boarding request.  Our cancellation policy is also stated on our website under “Terms of Service”.

  We have made every attempt to make it 100% clear as to what our cancellation terms are.  We are very transparent in everything we do and have very few problems such as this one.  When we have had someone question it, it is generally because they failed to read our policies or they think they should be the exception to the rules.  We have always worked with people that come to us with true emergencies.  As I state in my response to her Google review, **** *********** did not once say that she had any sort of emergency in her life that was forcing her to cancel.  Without giving us a reason, we took it as she just decided to cancel her trip and had failed to cancel her dogs boarding.   Being as it was three days before her dogs arrival, there was no way we could find anyone to fill that space.  We are not a kennel that just takes any dog that comes along; we have a screening process for our canine guests that is usually done at least a week or two ahead of a board.

   

  GOOGLE REVIEW RESPONSE:

    **** ***********, we are sorry to hear of your unhappiness with our facility policies. 
  
  Your two dogs, ***** and *******, were confirmed for a 10-night stay from November 16-26. You booked the stay at the end of August. When clients book a stay, they are made aware of our cancellation policies through email correspondence, our booking system, our website, etc. We also have an alert message that greets clients each and every time they log into their online account with us. It is hard to miss. It clearly explains our policies re: holiday bookings (which yours was), cancellations, issuing credits or refunds, extending stays, etc.  
  
  During our peak seasons (holidays), we do require a 50% non-refundable booking retainer at the time of booking. By taking this retainer, we are guaranteeing a room for your dog(s) and ONLY your dog(s). We are not a high volume kennel facility, rather focusing on high-quality, individual care. So, when someone cancels their stay, we are left with an empty room that generally cannot be refilled on such a last minute basis. By this time, have already turned many dogs away and we have staff already scheduled and in place. It is no different that cancelling an airline flight or cruise last minute.  
  
  On 11/13/23, three days before the stay, you spoke with our staff regarding cancellation. You never ONCE indicated the reason for the cancellation and when it was suggested to bring them for a portion of the booked stay, you stated that you would rather lose the money.  
  
  We have always been willing to work with our clients but your statements and actions did not indicate that your were interested in any sort of resolution.  
  
  We sincerely hope you find a facility with policies that suit your needs.